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Complaints Management System / Trouble Ticket System Design

Hi Folks,
We are going to develop a trouble ticket system.
Currently we are about to start design phase and requirements are almost complete.

Here in this question i would like to seek help regarding WorkFlow. How can we design and implement the workflow of ticket, by workflow i mean the different stages/departments a ticket/complaint will go. whats the best way to design this so that we can later be able to add a new stage/department in between the existing steps/workflow.
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Khalid Mehmood Awan
Asked:
Khalid Mehmood Awan
2 Solutions
 
marklorenzCommented:
Two thing come immediately to mind:

(1) UML Activity diagrams (http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.11.6152&rep=rep1&type=pdf) and http://atlas.kennesaw.edu/~dbraun/csis4650/A&D/UML_tutorial/activity.htm).  They are specifically for the purpose you need.

(2) UML State diagrams (http://www.agilemodeling.com/artifacts/stateMachineDiagram.htm and http://atlas.kennesaw.edu/~dbraun/csis4650/A&D/UML_tutorial/state.htm).  These diagrams help capture and organize the different "stages" (states) and how they go between them (transition).

These two UML diagrams will help you create and maintain your work flow.
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DarrenDCommented:
Hi khalidmehmoodawan,

While I agree with what Mark says, there are other diagram types that will do the same as activity diagrams. These are
Petrinets and BPNM.

Tools and Info:
http://en.wikipedia.org/wiki/Petri_net
http://www.informatik.uni-hamburg.de/TGI/PetriNets/

As the wikipedia article also states there are also Business Process Modeling Notation (BPMN)
http://en.wikipedia.org/wiki/BPMN
http://www.bpmn.org/Documents/FAQ.htm

Cheers,

Darren
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Khalid Mehmood AwanAuthor Commented:
Thanks guys.
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